Avis clients sur HubSpot Service Hub

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

I can see marketing and sales deals so I know my customers before they become customers. We have one place for everything instead of multiple systems.

It can be difficult to put principles together for where different tings are logged (Contact, company or deal) and therefore was difficult to get it to fit our business model.

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with.
File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

I like the built in reports and default properties that minimized set up time.

I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

The usability of the software and how easy it is to integrate with other platforms. It gives a clear and intuitive platform for companies from SME to enterprise. We were able to scale it from a 200 customer support to a 160,000 enquiry platform within 3 weeks which made a huge impact to the client and allowed us to push it into more.

It still needs some work to get it fully up and running seamlessly with the other Hubs within HubSpot and some of the limitations can be frustrating but the cohesion with the rest of the HubSpot platform to give a fully fleshed out user experience from discovery to customer and after is very good. (Especially for the price)

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.

The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Nothing. It has all the features required to fulfil the requirement of the service team and product team.

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications.

There are some features that could be better and the training, while there's a lot of content, isn't very intuitive.

Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot

Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

I like how it centralises everything that our business uses all on one platform.

The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.

I'm using the BETA version of the Hubspot Knowledge Base solution.
• The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good.
• It is very easy to use.
• In spite of being in BETA, I haven't really come across any bugs or other issues.

The Hubspot Knowledge Base is still missing some critical elements:
• The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs.
• The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own.
• The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.)
• There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice.
• Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Not everything is as straightforward as it would seem or requires more steps than expected

The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good.

The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel.

There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together.

The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates.

For what I need to do in my role I turn to HubSpot for pretty much everything - everything is in place! It's also used across the business so it's not just for marketing.

The only con for me is the ability to re-arrange modules within email templates. I think you can do this in the design tool however it would be a lot easier to just drag these around whilst editing the email.

It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.

The URLs that are auto-created based on the title of the article almost always need to be adjusted.